Technical Support Engineer - Tier 3
Technical Support Engineer - Tier 3
09/10/2023BMC is looking for a Technical Support Engineer to join our amazing team in Tel Hai (near Qiryat Shmona). In this role, you’ll be responsible for troubleshooting, escalations, DB analysis, Debugging and more. You will be a part of a with a team of professionals, working in an Agile-Scrum environment. Responsibilities: Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels. Maintain a low rate of non-bug escalations to development team. Write technical notes and troubleshooting procedures to be used by the entire Support and Professional Services organization. Manage assigned cases to meet service level agreements, while continuously providing updates to the business. Knowledge expert that will serve as the focal point to the entire Professional Services organization. Ongoing support and working closely with the business teams throughout the company
Requirements:
2+ years’ experience in a similar technical support and/or deployment position Creative troubleshooting abilities Deep experience with operation systems (preferably Linux) Experience with System log analysis Experience in reading and writing DB queries (PG, Oracle, MSSQL).
Experience with internet technologies, including:
Network architecture and terminology, HTML, JavaScript, CSS, MySQL database and Web servers Web debugging experience – devTools, Charles, performance investigations Ability to understand flows and provide creative technical solutions Strong capabilities of building organized processes and structured formal documentation Fluent English and excellent customer facing and communication skills (verbal and written) Ability to comply with tight deadlines and self-prioritize Multi-tasking, self-learning, highly motivated and a team player Advantages: Thorough knowledge of Linux Ability to understand Java on the code level Experience in a multinational organization Academic degree in Computer Science/Industrial Engineering Experience in debugging server-side code Working with SaaS products and familiarity with Datadog
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